IEG4 SOCITM Discussion on Digital by Default Services
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Transcript of IEG4 SOCITM Discussion on Digital by Default Services
Digital by Default Services
?
Why is Digital by Default hard?
Easier to call or visit perception
Vulnerable Groups
Stakeholder buy in
Public Sector bodies have many services
Public Sector bodies have many LOB apps
Infrastructure needed to support it can be v costly
Legacy LOB Apps need servers. Servers need support staff, maintaining, upgrading, and ultimately replacing with migration costs associated with that.
Cloud services like Microsoft Azure negate all of the above. With Azure now getting IL2 accreditation IT security managers can rest easy
Most line of business processing have been created for a niche function and built in legacy technologies.
By reviewing all top and admin heavy tasks public sector bodies should look to see where systems can be replaced or amalgamated. There should never be two applications doing pretty much the same thing for two departments….
With hundreds of services the key is ensuring that top and administration heavy tasks are understood and easily accessible.
You may get 100,000 of a top task per annum but if administering a task with 10,000 hits per year is more costly the digitisation of this service should actually be a greater priority!
Getting real buy in from Councillors/Executive Management/Suppliers/Housing Associations/3rd Sector Organisations is critical.
A Digital Champion high in the corporate management team should ensure this.
There will always be vulnerable people in society and also ‘nonliners’. The key is therefore consultation with local support stakeholders to be educated in delivering the services closer to or in citizen’s homes. Local Libraries can be a key asset given their relative numbers and proximity to citizens where internet access is not available at home.
The best way to solve this is to ensure that all online services work on any device and provide access to information and transactional services that are better than speaking to a human.
NotesEasier to call or visit perception
Vulnerable Groups Stakeholder buy in
Public Sector bodies have many services
Public Sector bodies have many LOB apps
Infrastructure needed to support it can be v costly
All customers need to be thought of
Younger Generation
Regular Internet users
Vulnerable People
At home
With a support worker
Nonliners
Council eHUB i.e. Library
Wherever, Whenever
Online Access thatworks well and provides the same level of function upon ALL devices
Citizens fill in one application where services need the same info
Citizens are instantly guided to online services
Online services recognise other services
Citizens should not be penalised for the separation between directorates
Doing things online saves you money so they should not have to hunt ANY online services down
Citizens don’t necessarily know what services are available or what they are entitled to
Better UX and greater cohesion of departmental data
Anything done online reduces paper & postage costs, reduces staff costs and can be delivered 24/7
Using intelligence more online services are used and greater efficiencies generated
Examples
100% Online Housing Benefit Claims
100% Online Emergency Support Scheme
Delivered through 24 council offices/libraries
Accessible on Mobile Devices
Updates 2 LOB applications instantly upon submission
41% of claims awarded the same day as they are received
LGC IT Initiative of the Year Award
Delivered through Multiple Support Providers e.g. CAB, St Mungoes.
Accessible on Mobile Devices
Updates intelligent LOB system in real time with decisions made within hours80% of claims paid the same day as they are receivedUsing the Cloud they were live with the front and back office in less than 7 days
The Mobile
Internet
30% of Council website
hits are now done on mobile devices
Local Authority Websites
Not mobile friendly92%
8%♥ Mobile
1) Getting User Experience rightA bad user experience can affect
channel shift uptake
2 eForms for the same purpose
2) Apps inherently cause some users to lose out
Using the mobile internet ensures access by all
Mobile style sheets mean you can cater for all devices and all Mobile Operating Systems whilst still providing a great user experience.
Apps are a great idea for a single consumer service. Councils have 100s of services and so duplicate/triplicate etc. the effort creating an app doesn’t make sense.
Mobile OS market share